Zingtree Tags: call center tools

8 Call Center Technologies to Improve Your First Call Resolution

Is your call center using the most up-to-date software and tools to improve KPI’s? Zingtree was recently featured in TechSee‘s list of the best technologies to improve first call resolution, among other important customer service stats.

Here’s an excerpt from the article:

“First call or first contact resolution (FCR) is the golden lariat of the customer service sphere. Handling your customers’ problems the first time they call in, and making sure they remain satisfied, loyal customers has to be the defacto aim for customer support and retention teams. 

There are many significant metrics which contact centers need to monitor: Average Handling Time, Abandon Rate, Customer Satisfaction and other operational performance metrics need to be factored in when measuring your customer service performance. 

But, FCR is the most important and only KPI that addresses both ends of your contact center functionality in a single measure. First Call Resolution measures both productivity (getting the problem solved) and customer experience (solving it in the most efficient way for the customer). It’s this KPI that connects the dots in your organization.”

Read the full article on TechSee.me >>

Adding Confirmation Messages to Call Center Scripts

Another recent goodie in the Zingtree arsenal of Call Center Agent tools is the new Require Confirmation to Continue option. If you’ve ever been on a call, and the agent says “This call may be recorded for quality assurance purposes”, then you can see how this is helpful.

Agent’s View

On the agent side, they will see this:

confirmation_message_user

Clicking the checkbox will activate the Continue button, and the agent can proceed with the script.

Author’s View

On the publishing side, when in Overview, Edit Node, any question node will show this Require Confirmation to Continue option:

confirmation_message1

Click the checkbox, and a message option appears:

confirmation_message2

The message appears as a part of the agent script, and it must be clicked upon for the agent to proceed. Pretty handy, eh?

If you have any questions, please reach out to us!